Create a case - Best practice

Best Practice when raising a Technical Support case:

1. Use a Clear and Descriptive Subject Line

  • Bad: “Issue with system”

  • Good: “Unable to access CRM dashboard – Error 403 on login”

This helps the team triage and prioritize your case quickly.

2. Include Key Details Up Front

Structure your message with the following:

  • What is the issue? - Brief summary

  • When did it start? - Date and time

  • Who is affected? - Just you, your team, or customers?

  • Where is it happening? - System, platform, location

  • How severe is it? - Blocking work? Intermittent?

3. Provide Supporting Evidence

Attach or include:

  • Screenshots or screen recordings

  • Error messages (copy and paste exact text)

  • Steps to reproduce the issue

  • Any recent technical changes (software updates, new hardware)

4. Use a Logical Format

Use bullet points or numbered steps to make your message easy to scan. For example:

Issue: Cannot submit customer feedback form

Steps to Reproduce:

  1. Log into the portal

  2. Navigate to “Customer Feedback”

  3. Fill out form and click “Submit”

  4. Receive error: “Form submission failed: Code 500”

5. Reference Any Previous Tickets (if applicable)

If this is a recurring issue or follow-up, include the previous ticket number or link.